Shipping & Returns
Shipping Policy
All orders over $60 will be shipped FREE of charge via Standard Ground Shipping within the contiguous United States.
Orders under $60 will be charged a shipping rate based upon weight, shipping fees are calculated at checkout based on package weight and destination. We reserve the right to pass along any additional charges due to incomplete or incorrect delivery information provided by the customer. Please check your information carefully before submitting your order.
A tracking confirmation number for your package will be sent to you via email as soon as we ship your order.
Order Processing Time
Please allow up to 3 business days for order processing. If we require longer than three days, we will contact you. Orders with express shipping (such as Next Day, 2 Day Air, etc.) must be placed before 12PM Eastern (EST) to ship the same day. Expedited orders placed on Friday or weekend (Saturday and Sunday) will be processed the following business day, which is usually Monday with the exception of holidays.
Order Cancellations
Orders may be canceled prior to shipment. Once an order has shipped, it cannot be canceled and must follow our standard return process. We cannot guarantee cancellation requests after an order has been processed.
Return Policy
We strive to deliver 100% customer satisfaction. If for any reason you are not completely satisfied with our products, you may return any item shipped by MDS Diabetes for a full credit or refund for up to 30 days from the date of delivery.
Returned items must be in new condition with original unopened packaging. We're sorry, but as a diabetic supplier we DO NOT ACCEPT RETURNS OF OPENED ITEMS. Please note that this includes breaking the original manufacturer seal. For example, a box of syringes cannot be returned if the outside seal is broken, even if the individual bags of syringes inside the box remain untouched.
Non-Returnable Items
Due to the nature of medical, diagnostic, and personal care products, certain items are not eligible for return once opened or if the manufacturer seal has been broken. These include, but are not limited to:
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Blood glucose test strips, lancets, continuous glucose monitor supplies, and other diabetic testing supplies
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Erectile dysfunction devices, vacuum therapy devices, constriction rings, and related accessories
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Opened or used sterile products
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Wound care dressings and bandages once opened
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Compression garments and post-surgical garments that have been worn
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Personal hygiene items
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Clearance or final sale items
In order to receive a credit or refund, all items must be un-opened and returned unused in the original packaging within 30 days from date of delivery. Opened or used items are not eligible for return. Please report any damages, shortages or discrepancies within 7 days of delivery by e-mailing us or via the contact form.
Please do not return any item to us until you get a return authorization number.
Returns can be initiated by contacting us through email at contact@mdsdiabetes.com
Before returning anything, Customer must call or email Customer Service to obtain a Returned Authorization (RA) number. Please have the following information on hand when calling for an RA number: customer name, invoice number, and the nature of the problem. You are responsible for the cost of shipping your return to us. It is important that the RA number is clearly written on the outside of the box. Packages received without an RA number will be returned back to you.
If you are returning an item shipped in error by us, we apologize for your inconvenience. We will reimburse you the delivery costs and the cost to ship the product back to us. For any other return, you are responsible for the original delivery costs and the return shipping expense. Shipping expense in the case of free shipping will be calculated as shipping charges incurred by us. Once your return has been received and processed a credit or refund will be issued within 14 days and an e-mail confirmation will be sent.
Returns are processed within 5 business days of receipt at our facility.
Your refund will be issued in the same manner in which the order was paid.
All products are subject to manufacturer’s warranty. Please contact the manufacturer directly to resolve quality issues.
Exchanges
We are happy to replace the merchandise at your shipping expense if it is returned in the same condition as originally shipped. Applicable to all returns terms.
Return Abuse
We reserve the right to refuse returns in cases of excessive returns, suspected misuse, or fraudulent activity.
Dispute Resolution
Customers agree to contact us directly to resolve any issue prior to initiating a payment dispute or chargeback. We are committed to resolving concerns promptly and fairly.
Regulatory Compliance
This return policy complies with applicable federal and state regulations governing medical devices and personal care products. Certain items may be restricted from return due to health and safety regulations.
* We are constantly reviewing this web site for accuracy and completeness. However, we will not be held responsible for any typographical or photo-graphical errors. We reserve the right to modify the price, description and/or photograph of any item without notification. Photographs are intended to be representative and may not reflect the actual product being offered.